VP of IT and Customer Experience

Aurora, IL • Full-time • $200,000-$215,000

Garrett Brands is seeking a dynamic and strategic leader to fill the role of Vice President of Information Technology (IT) & Customer Experience (CX) for our retail business, which operates both e-commerce and retail Shop locations globally. The ideal candidate will be responsible for driving the IT strategy, managing technology infrastructure, leading our US CX team, and ensuring seamless integration for our online and physical retail channels. The role is based in Aurora, IL with an on-site requirement of 2-3 days per week, or more during peak periods and/or significant project deployments.

Responsibilities:

Strategic Leadership:

• Develop and execute a comprehensive IT strategy aligned with Garrett Brands’ overall business objectives.
• Collaborate with executive leadership to identify and prioritize technology initiatives that enhance business performance and drive innovation.
• Manage the IT infrastructure, systems, and networks across global retail Shop locations to ensure reliability, scalability, and compliance with industry standards.
• Lead IT team and CX teams to support day-to-day operations, , set measurable goals, implement process enhancements, and provide technical support.

Technology Integration and Innovation:

• Oversee the integration of ERP system, ensuring seamless integration with any supporting systems including, but not limited to, e-commerce platform, WMS, and retail Shops locations.
• Manage and optimize the Point of Sale (POS) systems across global retail Shop locations.
• Foster collaboration between Operations, e-commerce and retail Shop teams to ensure seamless integration of technology solutions and consistent customer experiences across channels.

Vendor Management:

• Evaluate and manage relationships with external technology vendors, ensuring alignment with business goals and negotiating favorable contracts.
• Evaluate potential new vendors and technologies to enhance e-commerce fulfillment capabilities.

E-commerce and Fulfillment Technology:

• Collaborate with eCommerce Team to develop, maintain, and optimize the e-commerce platform to ensure a secure, user-friendly, and high-performance online shopping experience.
• Work closely with Operations, Supply Chain, and Customer Experience teams to understand current fulfillment challenges.
• Identify and assess areas for improvement with the e-commerce fulfillment process, with a critical focus on accuracy, completeness, and efficiency.
• Develop and implement strategies to enhance current fulfillment technology, addressing issues related to order accuracy, shipping label generation, and personalized gift message inclusion.

Data Security and Privacy:

• Manage global cloud infrastructure to enhance security for all Garrett employees to access proprietary information.
• Implement robust cybersecurity measures to safeguard customer data and company assets.
• Ensure compliance with relevant data protection regulations and standards across all IT operations.

Budget Management:

• Develop and manage the IT budget, ensuring cost-effectiveness and resource optimization.
• Provide regular financial reports and analysis related to IT expenditures.

Customer Experience:

• Empower CX team through effective leadership, enabling them to deliver seamless and impactful fan interactions.
• Foster strong cross-functional collaboration to streamline and align technology and system enhancements to the fan journey
• Develop and evolve a comprehensive CX roadmap, regularly reporting outcomes and challenges to executive leadership and adjusting plans as needed

Qualifications:

• Proven experience (minimum 8-10 years) as a senior IT leader, ideally in the retail or e-commerce sectors.
• Strong knowledge of e-commerce fulfillment systems, warehouse management, and shipping logistics.
• Strong strategic thinking and leadership skills with the ability to align IT initiatives with business objectives.
• In-depth knowledge of e-commerce platforms, global IT operations, and cybersecurity best practices.
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
• Demonstrated ability to manage complex projects and drive innovation in a fast-paced environment.
• Experience with ERP systems, particularly NetSuite, and Point of Sale (POS) systems like Revel, will be crucial for success in this role.

Compensation:

The anticipated salary range for this position is $200,000 - $215,000. The actual salary offer will carefully consider a few factors, including your job-related knowledge, skills, qualifications and experience. Benefits include Medical, Dental, Vision Insurance; Employer paid Short- and Long-Term Disability Insurance; Employer paid life insurance and eligibility to participate in the company 401(k) plan with annual discretionary match. This position is eligible for the Garrett Hybrid Work Arrangement (onsite 2-3x per week).

Interested applicants can directly to: [email protected]